Manager Service Management

Summary

This role is responsible for delivering enhanced value to the business through ongoing IT service improvement, including leadership responsibilities for multi-regional IT User Support functions and managing end-user operations like ticket dispatch, PC Lifecycle, new hire IT onboarding, service request fulfillment, remote user support, and software installation. Operational responsibilities include end-to-end ownership of the outsourced IT Service Desk function, including incident, problem, change, request, and knowledge management processes;

collaborating with network, server, application, and end-user-computing process owners to effectively measure and report on service performance; and serving as an IT Infrastructure Library and IT Service Management subject matter expert within the ideation process to determine service execution paths.

• Manage the relationship with the company’s outsourced service desk provider to meet all service level agreements, key performance indicators, and customer needs. Recalibrate service level agreements (SLAs) and key performance indicators (KPIs) as needed to align with changing needs.
• Manage IT Service Management (ITSM) and IT Infrastructure Library (ITIL) service processes to solve challenging business problems and prepare the IT organization for future growth.
• Oversee the team’s performance in solving IT User Support issues via the IT Service Desk System and in accordance with published SLA specifications.
• Provide technical assessments, written documentation, and technical expertise for delivery of IT services.
• Establish multi-region End-User Computing (EUC) hardware standards and automation for laptop, desktop, mobile devices, and licenses to effectively optimize/balance cost, performance, and support requirements.
• Other duties as assigned.

• Bachelor’s degree in a related IT field. May consider equivalent work experience in lieu of degree.
• ITIL, ITSM, HDI, or COBIT certification at Foundation or higher level desired.
• 6+ years of experience managing IT service delivery in a global environment, including utilizing a service desk tool such as Service Now, Jira, Remedy, or Manage Engine, and managing outsourced service providers.
• Deep knowledge of, and experience delivering, IT Infrastructure Library (ITIL) and IT Service Management (ITSM) concepts, methodologies, and processes.
• Proven ability to standardize, automate, and optimize cost and performance for a multi-region end-user computing (EUC) desktop/laptop environment, including effective asset and license compliance management.
• Establish EUC hardware standards for laptop, desktop, and mobile devices to effectively balance cost, performance, and support requirements.

Rogers Corporation makes tomorrow's innovations possible. Help build a cleaner, safer and more connected world with a career at Rogers, where we make tomorrow’s innovations possible. We rely on a talented workforce to develop our cutting edge, market-leading material technologies. Our global team develops innovative specialty materials and components that enable technology in a wide array of high-growth markets. Our customers expect high performance and reliability, so we are always looking for people who can improve processes, get results and represent a best-in-class organization.

People are at the heart of all our operations, and we encourage our employees to act with integrity, creativity and excellence to help drive results worldwide.

It is our commitment to get “Results, but Results the Right Way.” Rogers offers an exceptional work environment and a value-driven culture modeled by leadership. Employees have access to developmental opportunities as well as top-notch benefits and incentive programs. Come join a winning team!

Rogers Corporation provides equal employment opportunities to minorities, females, veterans and disabled individuals, as well as other protected groups.

At Rogers Corporation (NYSE:

ROG), we’re changing how the world uses technology. We are a global leader in materials technology and manufacturing, producing…